When a Customer's AI Assistant Calls Support, Who Checks What It's Authorized to Do?
IrfanZahoor_950 · reddit · 2026-10-21
A CX vendor-side comms professional poses a real design question: when a customer's own AI assistant contacts support on their behalf, verifying identity isn't enough — the system must know what was authorized. Permission to check an order doesn't imply permission to change it. Their proposed sketch: in-app confirmation showing the exact order and proposed change, approve/decline without taking over the conversation, revocable while pending, and re-validated before execution. They ask builders: how do you verify actual authorization scope without forcing the customer to take over the whole support thread?
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